Awful wifi signal and CS service

[Helen403]

Has anyone else had issues with range..interested to know how to fix without having to pay an extra £8 per month. You would think when you buy a broadband service that you would be able to receive a signal in more than 1 room in the house.. absolutely crazy....And 72 hours for a mgr call back..insane! Can not even cancel without a £280 charge... honestly feeling very let down.

[jbrennand]

See this I have posted before ... try the first suggestion first...
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On a Hub3/4/5, you could first try separating the SSID's of the 2.4 and 5 GHz wifi bands by renaming them in the settings At the same time switch off "channel optimisation/Smart wifi” and “ apply and save the settings. All wifi devices will now need reconnecting to the best SSID at each location. Also use a wifi scanning App to find the best wifi channels to use (just select and use channels 1,6,11 on 2.4GHz) - this often helps Hub users get better wifi performance - so its worth trying - but its still no substitute for getting better kit 🙂

To address the wifi issues, VM now supply “wifi Pods” (no longer doing cheap and cheerless and poor value “boosters”). However, their Pods are only free to customers on the 1GB, Volt (or old Ultimate Oomph) packages - is that you? If so they are worth trying - they should work for you. VM Wifi is now “guaranteed” to 20 Mbps/room it’s now called… Wifi Max see.-

https://www.virginmedia.com/wifi-max & https://www.virginmedia.com/broadband/intelligent-wifi 

You call 0800 064 3850 to order the first one after scanning for blackspots using the connect App.- or just wait here for a VM person to respond in a day or two and they will sort the first one for you. If you do call dont get fobbed off by the offshore CS agents' saying you aren’t eligible it will be £5 or £8 month - you are… and it wont be - just look on the webpage.

If not free to you… you will be charged £8/month (note - BT charge £10/mo for their whole home wifi solution). It’s a simple solution and should work for you. However, you would soon pay off that cost by buying your own wireless solution that will be yours to own and use forever, although the VM Pods should be a simpler option.

If you do want to invest in better equipment, you would need to get either a… (1) Mesh System, (2) Wireless router, (3) Wireless access point (4) A combination of (2,3).

£30-100 (that’s ~4->12 months of Max Pod rental) should sort it for most customers with an average property and usage.

[John_GS]

Hi Helen403

Thanks for posting and welcome back to the community.

Sorry to hear of any WiFi issues - is this just affecting WiFi or are hard wired (devices via Ethernet) affected also please?

If it's just WiFi, please use the Connect App - https://www.virginmedia.com/broadband/connect-app - when downloaded, you can do a wireless scan in the property. This will identify any coverage blackspots, optimise where it can do. If a Pod is needed, you'll be prompted to order.

Please do also follow the brilliant advise given by jbrennand also as this should help.

In relation to a manager callback, this should be taken live however, if not able to do so, within 48 hours. I have checked the system and your complaint is assigned to the team manager who will be contacting you shortly. 

Let us know how you get on with the App.